Refund policy

Last updated: November 10, 2026

1. Our commitment

Markt OS wants you to be satisfied with the Service. This Refund Policy explains when refunds are available, how to request one, and how they are processed. It applies to all paid subscriptions and one-time charges, and complements our Terms & Conditions.

2. 14-day money-back guarantee

If you are a first-time subscriber, you may request a full refund of your initial subscription payment within fourteen (14) days of purchase, no questions asked. Refunds requested after this window are considered case by case.

3. When refunds are available

• Duplicate charges — if you were charged more than once for the same billing period, the duplicate is refunded in full.
• Billing errors — incorrect amounts, wrong plan, or charges after cancellation take effect.
• Service unavailability — pro-rated refunds for extended outages (more than 72 consecutive hours) attributable to us.
• First-time guarantee — as described in section 2.

4. When refunds are not available

• Renewal payments for ongoing subscriptions where the Service has been used during the billing period (beyond the first-time guarantee window);
• Partial billing periods after voluntary cancellation;
• Charges where the payment method used was not yours (we will instead report and reverse suspected fraud);
• Refund requests made more than 120 days after the charge date (gateway processing limits).

5. How to request a refund

1. Contact support at support@markt.app or open a ticket from within the app, quoting your receipt reference (visible on any receipt in Billing → Payment receipts).
2. We review the request within two (2) business days.
3. Approved refunds are issued to the original payment method used for the charge.

6. How refunds are processed

• Card payments (Stripe) — refunds are submitted to Stripe immediately upon approval and typically appear on your statement within 5–10 business days, depending on your bank.
• M-Pesa — refunds are reversed to the paying phone number and typically complete within 1–3 business days.
• Where a gateway refund is not possible (e.g. expired payment instrument), we arrange an alternative method with you.

7. Refund status

You can track the status of any payment — including refunds — in Billing → Payment receipts. Refunded payments are clearly marked and show the gateway refund reference.

8. Chargebacks and disputes

Please contact us before initiating a chargeback with your bank — we can resolve most issues faster than a formal dispute. Where a chargeback is filed, we may suspend the associated account until the dispute is resolved, in line with our Terms.

9. Statutory rights

Nothing in this policy limits any mandatory rights you may have under consumer protection law in your jurisdiction. Where local law provides a more favourable remedy, that remedy applies.

10. Changes

We may update this Refund Policy from time to time. The current version is always available on this page.